{"id":42058,"date":"2020-01-15T11:06:32","date_gmt":"2020-01-15T16:06:32","guid":{"rendered":"https:\/\/granicus.com\/?post_type=success_stories_post&#038;p=42058"},"modified":"2024-03-05T11:29:04","modified_gmt":"2024-03-05T16:29:04","slug":"https-uk-granicus-com-how-aberdeen-city-council-streamlined-service-delivery-with-govservice","status":"publish","type":"success_stories_post","link":"https:\/\/granicus.com\/uk\/success-stories\/https-uk-granicus-com-how-aberdeen-city-council-streamlined-service-delivery-with-govservice\/","title":{"rendered":"How Aberdeen City Council Streamlined Service Delivery With govService"},"content":{"rendered":"","protected":false},"author":15,"featured_media":42054,"template":"","resource_tax_market":[186],"resource_tax_dept":[197,201,202],"resource_tax_type":[165],"resource_tax_region":[],"resource_tax_outcomes":[204,206],"resource_tax_topic":[],"resource_tax_products":[193],"resource_tax_solutions":[216,211,212,215],"resource_tax_services":[],"class_list":["post-42058","success_stories_post","type-success_stories_post","status-publish","has-post-thumbnail","hentry","resource_tax_market-local-government-uk","resource_tax_dept-it-digital-uk","resource_tax_dept-transformation-uk","resource_tax_dept-revenues-benefits-uk","resource_tax_type-success-stories","resource_tax_outcomes-customer-experience-uk","resource_tax_outcomes-drive-operational-efficiency-uk","resource_tax_products-govservice-uk","resource_tax_solutions-service-design-uk","resource_tax_solutions-digital-self-service-uk","resource_tax_solutions-case-management-uk","resource_tax_solutions-process-automation-uk"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How a Council Streamlined Service Delivery with govService | Granicus UK<\/title>\n<meta name=\"description\" content=\"Aberdeen staff were inundated with requests. City leaders turned to their already successful partnership with Granicus govService for help.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/granicus.com\/uk\/success-stories\/https-uk-granicus-com-how-aberdeen-city-council-streamlined-service-delivery-with-govservice\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How a Council Streamlined Service Delivery with govService | Granicus UK\" \/>\n<meta property=\"og:description\" content=\"Aberdeen staff were inundated with requests. 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Recent Scottish legislature expanded the number of people eligible to receive handicap parking permits. Now met with 260 applications monthly, Aberdeen staff were inundated. City leaders turned to their already successful partnership with Granicus govService for help.<\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Situation: 260 Monthly Applications Create Backlog"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<hr \/>\n<p>&nbsp;<\/p>\n<p>SITUATION<\/p>\n<h2>260 Monthly Applications Create Backlog<\/h2>\n<p>Like many other cities, Aberdeen was using an outside technology vendor to assist with handicap parking permit applications. But the City\u2019s process still required residents to fill out a paper form to apply for a permit. Staff then scanned, emailed, and retyped the forms into an electronic system. They used a separate spreadsheet to track the status of each application. <\/p>\n<p>Applicants for the parking permit were unable to upload files or the required proof of disability. Instead, applicants would need to mail in the documents separately.<\/p>\n<p>Recent legislature expanded the number of people eligible to receive handicap parking permits. The backlog of applications quickly grew unmanageable.  With the goal of reducing their backlog from 12 weeks to 4 weeks, City staff needed to change their processes quickly.<\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Solution: One Pre-Built Form, One Fluid Digital Experience"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<hr \/>\n<p>&nbsp;<\/p>\n<p>SOLUTION<\/p>\n<h2>One Pre-Built Form, One Fluid Digital Experience<\/h2>\n<p>Aberdeen had tight time and budget requirements for the parking permit application, so they turned to Granicus for help. Granicus had previously partnered with Aberdeen to develop 125 custom online forms in govService. For this project, Aberdeen found their solution in a premium pre-built form from the govService MyServices library. With best practices and user experiences central to its design, the Handicap Parking Permit MyService is an end-to-end solution that enables a fully digital application process. <\/p>\n<p>It offers customers tailored advice at each point of contact, from checking eligibility for the permit to taking payment. Simultaneously, it provides a simple back-office workflow to process applications. The whole application can be completed online.<\/p>\n<p>Users who have previously signed up for an account with Aberdeen City Council see their profile information automatically populate the application for a smooth user experience. Information is retained as users move through the form to avoid repeating questions. Users can check the status of their application and complete any extra stages at any time by logging into their account.<\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Results: Digital Services Save 13+ Hours Weekly"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<hr \/>\n<p>&nbsp;<\/p>\n<p>RESULTS<\/p>\n<h2>Digital Services Save 13+ Hours Weekly<\/h2>\n<p>Previously, one staff member spent five hours a week checking an applicant\u2019s eligibility for a permit, while an occupational therapist spent almost eight hours a week processing paper forms and chasing any information missed in the original paper application. With govService\u2019s ability to confirm eligibility before an application is submitted, paper processing has become unnecessary. Staff are now free to focus on other work, recovering 13 hours of staff time weekly.<\/p>\n<p>The fresh, intuitive system makes training easy. Long-time staff members received training to make the transition from the old system to govService painless. New staff can hit the ground running as well.<\/p>\n<p>Lastly, govService MyService forms are periodically updated with feedback and kept in accordance with Department for Transport requirements. Aberdeen staff save initial development time if another law passes and time required to maintain the process.<\/p>\n"}],"2_column_w_sidebar":{"page_content_builder":[{"acf_fc_layout":"anchor","anchor_name":"Overview"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<h2>Overview<\/h2>\n<p><a href=\"https:\/\/www.aberdeencity.gov.uk\/\" target=\"_blank\" rel=\"noopener\">Aberdeen<\/a> is a city in Scotland with a population of 196,000. Recent Scottish legislature expanded the number of people eligible to receive handicap parking permits. Now met with 260 applications monthly, Aberdeen staff were inundated. City leaders turned to their already successful partnership with Granicus govService for help.<\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Situation: 260 Monthly Applications Create Backlog"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<hr \/>\n<p>&nbsp;<\/p>\n<p>SITUATION<\/p>\n<h2>260 Monthly Applications Create Backlog<\/h2>\n<p>Like many other cities, Aberdeen was using an outside technology vendor to assist with handicap parking permit applications. But the City\u2019s process still required residents to fill out a paper form to apply for a permit. Staff then scanned, emailed, and retyped the forms into an electronic system. They used a separate spreadsheet to track the status of each application. <\/p>\n<p>Applicants for the parking permit were unable to upload files or the required proof of disability. Instead, applicants would need to mail in the documents separately.<\/p>\n<p>Recent legislature expanded the number of people eligible to receive handicap parking permits. The backlog of applications quickly grew unmanageable.  With the goal of reducing their backlog from 12 weeks to 4 weeks, City staff needed to change their processes quickly.<\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Solution: One Pre-Built Form, One Fluid Digital Experience"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<hr \/>\n<p>&nbsp;<\/p>\n<p>SOLUTION<\/p>\n<h2>One Pre-Built Form, One Fluid Digital Experience<\/h2>\n<p>Aberdeen had tight time and budget requirements for the parking permit application, so they turned to Granicus for help. Granicus had previously partnered with Aberdeen to develop 125 custom online forms in govService. For this project, Aberdeen found their solution in a premium pre-built form from the govService MyServices library. With best practices and user experiences central to its design, the Handicap Parking Permit MyService is an end-to-end solution that enables a fully digital application process. <\/p>\n<p>It offers customers tailored advice at each point of contact, from checking eligibility for the permit to taking payment. Simultaneously, it provides a simple back-office workflow to process applications. The whole application can be completed online.<\/p>\n<p>Users who have previously signed up for an account with Aberdeen City Council see their profile information automatically populate the application for a smooth user experience. Information is retained as users move through the form to avoid repeating questions. Users can check the status of their application and complete any extra stages at any time by logging into their account.<\/p>\n"},{"acf_fc_layout":"anchor","anchor_name":"Results: Digital Services Save 13+ Hours Weekly"},{"acf_fc_layout":"wysiwyg","wysiwyg":"<hr \/>\n<p>&nbsp;<\/p>\n<p>RESULTS<\/p>\n<h2>Digital Services Save 13+ Hours Weekly<\/h2>\n<p>Previously, one staff member spent five hours a week checking an applicant\u2019s eligibility for a permit, while an occupational therapist spent almost eight hours a week processing paper forms and chasing any information missed in the original paper application. With govService\u2019s ability to confirm eligibility before an application is submitted, paper processing has become unnecessary. Staff are now free to focus on other work, recovering 13 hours of staff time weekly.<\/p>\n<p>The fresh, intuitive system makes training easy. 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